Call Center Agent (Bilingual Spanish) at HOPE Clinic

Houston, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

01 Jun, 26

Salary

15.0

Posted On

03 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Telephone Communication, Patient Satisfaction, Demographic Information Entry, Appointment Scheduling, Customer Service, Liaison, Call Escalation, HIPAA Compliance, Confidentiality, Bilingual (Spanish), Bilingual (Mandarin), Bilingual (Vietnamese), Written Communication, Oral Communication, Computer Proficiency

Industry

Hospitals and Health Care

Description

Description POSITION TITLE: Call Center Agent LOCATION: HOPE Health and Wellness Center REPORTS TO: Call Center Team Lead EDUCATION: High School Diploma or GED; Associate degree preferred WORK EXPERIENCE: 2 years or more in healthcare preferred SALARY RANGE: Starting at $15.00/hour FLSA STATUS: Hourly – Non-Exempt POSITION TYPE: Full-Time LANGUAGE: Fluent in English; Bilingual in English and Mandarin or Vietnamese is required HOPE Clinic provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. JOB SUMMARY: Under general supervision, the Call Center Agent will be responsible for professionally responding to telephone inquiries from callers and ensuring patient satisfaction by providing quality service, identifying patient needs and assisting them with issues/concerns related to health care issues. MAJOR DUTIES & RESPONSIBILITIES: Answer telephone promptly and in a polite and professional manner; Obtain and enter accurate demographic information into eClinical Works; Schedule appointments properly and inform patient of items to bring to appointment; Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization; Act as a liaison for the patients of the clinic; Direct calls to other departments as necessary; Use sound judgment when handling calls, especially with irate patients; Understand when to escalate calls to medical personnel/physicians/managers; Positively contribute to staff morale and corporate culture; Ensure that work assignments and information gathered from day to day work is not shared with anyone and protects all patient and agency information. Is knowledgeable of and maintains HIPAA standards of privacy and confidentiality; Ensure that our patients get the best possible care; Contact patients for required programs; Follow up with rescheduling missed appointments as assigned; Attend on-site/off-site community engagement activities and on-site/off-site clinic events as needed; Perform other duties as assigned to support HOPE Clinic’s Mission, Vision, and Values. Requirements QUALIFICATION REQUIREMENTS: Ability to communicate effective on the telephone; Ability to relate to patients with diverse educational, socioeconomic, and ethnic backgrounds; Strong written and oral communication skills; Strong customer service skills; Ability to handle confidential and sensitive information; Insurance and medical experience preferred; Proficient in use of computers and software programs; Must be detailed oriented and able to handle multi-tasks; Office equipment (e.g., computer, copier); Must be able to handle multiple tasks, complexity, and diversity of customers. EDUCATION and/or EXPERIENCE: High School diploma or GED is required; Associates Degree is preferred. Experience in the medical field or prior call center experience is preferred. OTHER SKILLS and ABILITIES: Bilingual (Mandarin or Vietnamese with English) is required; Above average skills in language ability as well as public speaking and writing; Must have good transportation and a valid Texas Driver’s license.

Responsibilities

The Call Center Agent is responsible for professionally handling telephone inquiries, ensuring patient satisfaction by providing quality service, identifying patient needs, and assisting with healthcare-related issues. Major duties include answering calls promptly, accurately entering demographic information, scheduling appointments, and acting as a liaison for clinic patients.